Heather Thompson
Taylorville
Summary
Accomplished Home Care Aide and Service Coordinator Supervisor with a proven track record at Addus Home Health Care, enhancing patient wellbeing and streamlining service coordination for improved efficiency. Expert in care plan management and patient transportation, with a knack for fostering positive relationships. Achieved a significant increase in customer satisfaction and employee retention through effective leadership and empathy.
Overview
17
17
years of professional experience
Work History
Home Care Aide
Help at Home
Springfield, IL
10.2023 - Current
- Provided companionship to patients, fostering positive relationships and emotional wellbeing.
- Performed light housekeeping tasks as needed, creating a clean and comfortable environment for patients to thrive in.
- Assisted patients with daily living activities, promoting independence and quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Delivered skilled personal care assistance such as bathing, grooming, dressing, toileting support which enhanced hygiene levels for patients.
- Utilized adaptive equipment as needed to assist patients in completing daily tasks safely and effectively.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
Service Coordinator Supervisor
Addus Home Health Care
Litchfield, IL
10.2020 - 09.2023
- Collaborated with other departments to develop seamless processes, improving overall company efficiency and customer satisfaction levels.
- Reduced client complaints by actively addressing concerns and implementing timely solutions.
- Oversaw daily operations of the service coordination department, ensuring all tasks were completed accurately and on time.
- Enhanced team productivity by providing consistent coaching, feedback, and support to service coordinators.
- Implemented new training programs for service coordinators, leading to improved performance levels and increased employee retention.
- Promoted a positive work environment through open communication channels and regular team-building activities among staff members.
- Developed strong relationships with clients and vendors, resulting in increased satisfaction rates and repeat business.
- Conducted regular performance appraisals, identifying areas for growth and providing constructive feedback for professional development.
- Improved service coordination by implementing efficient scheduling procedures and streamlining communication channels.
- Maintained accurate records of all client interactions and services provided for quality assurance purposes.
- Participated in industry conferences and training sessions, staying current on best practices and trends to maintain a competitive edge within the field of service coordination.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Assessed customer needs and developed solutions to meet needs.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Coordinated and monitored service activities to confirm work met all requirements.
- Communicated with clients and service providers to provide updates on work progress.
- Provided leadership, guidance and support to staff members.
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Trained and mentored multiple new personnel hired to fulfill various roles.
- Coordinated background check procedures, ensuring compliance with relevant legal regulations while maintaining candidate privacy rights.
- Supervised background check processes for potential employees or volunteers, contributing to a safer work environment within the police department.
Home Care Aide
Addus Home Health Care
Litchfield, IL
09.2014 - 08.2020
- Provided companionship to patients, fostering positive relationships and emotional wellbeing.
- Performed light housekeeping tasks as needed, creating a clean and comfortable environment for patients to thrive in.
- Assisted patients with daily living activities, promoting independence and quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Delivered skilled personal care assistance such as bathing, grooming, dressing, toileting support which enhanced hygiene levels for patients.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Utilized adaptive equipment as needed to assist patients in completing daily tasks safely and effectively.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Assisted disabled clients to support independence and well-being.
- Facilitated transportation for medical appointments and errands, supporting patient mobility and access to necessary services.
- Enhanced patient comfort by providing attentive and personalized home care services.
Customer Service Representative
MAI
Taylorville, IL
07.2013 - 08.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Restaurant Shift Manager
Burger King
Springfield, IL
10.2007 - 05.2013
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Assigned tasks to employees and oversaw opening and closing of restaurant.
- Excelled in every store position and regularly backed up front-line staff.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
- Monitored employee food handling, safety and uniform requirements.
- Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
- Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
- Maintained a clean and welcoming dining environment, conducting regular inspections to ensure adherence to health and safety standards.
- Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
- Cross-trained crew members on different duties to increase coverage.
- Observed cash handling and security procedures during shifts to recognize and address issues with staff.
- Coached crew during food preparation, controlled production levels and tracked waste to manage costs.
- Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
- Ensured timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.
- Checked and monitored inventory levels to reorder items.
- Facilitated smooth shift transitions by keeping detailed logs of crucial information such as staffing changes or issues that arose during previous shifts.
- Conducted regular performance evaluations for team members, providing constructive feedback and setting clear goals for improvement where needed.
- Managed the daily activities of up to 25 staff members, providing guidance and support while ensuring accountability for individual performance.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Communicated with health inspectors during inspections and resolved issues found.
- Implemented new menu items successfully, coordinating with chefs and kitchen staff to ensure consistent quality and presentation.
- Streamlined inventory management processes, reducing waste and lowering overall food costs for the restaurant.
- Monitored daily cash flow, ensuring accuracy in transactions and deposits.
Education
CNA - CNA
NewStart
Springfield2007
No Degree -
Lincoln Land Community College
Springfield, ILGED -
Lincoln Land Community College
Springfield, IL12-2004
Skills
- Client documentation
- Meal preparation
- Medication administration
- Patient transportation
- Care plan management
- Progress documentation
- Case management
- Care plan adherence
- Patient care
- Personal hygiene assistance
- Patient transport
- Documentation
- Schedule management
- Safety procedures
Timeline
Home Care Aide
Help at Home
10.2023 - Current
Service Coordinator Supervisor
Addus Home Health Care
10.2020 - 09.2023
Home Care Aide
Addus Home Health Care
09.2014 - 08.2020
Customer Service Representative
MAI
07.2013 - 08.2014
Restaurant Shift Manager
Burger King
10.2007 - 05.2013
CNA - CNA
NewStart
No Degree -
Lincoln Land Community College
GED -
Lincoln Land Community College